Satisfaction metrics and methods of implementation

ABSTRACT

The subject invention relates generally to satisfaction metrics, their methods of administration, and computer programmable products loaded with the satisfaction metrics. The satisfaction metrics of the subject invention allow the participant to assess his or her satisfaction with general and specific attributes of any organization and to assign a relative value to the attribute relative to the other attributes. A weighted satisfaction score can be computed from the relative values and raw satisfaction scores of the general and specific attributes.

COPYRIGHT NOTICE

A portion of the disclosure of this patent document contains materialthat is subject to copyright protection. The copyright owner has noobjection to the reproduction by anyone of the patent document or thepatent disclosure as it appears in the Patent and Trademark Officepatent file or records, but otherwise reserves all copyright rightswhatsoever.

TECHNICAL FIELD

The present invention relates to methods and metrics for assessingsatisfaction, in particular, for assessing employee satisfaction, and tocomputer readable mediums, computer implemented systems, and methodsthat enable an organization to assess satisfaction using ahierarchical-based survey.

BACKGROUND ART

Knowledge of individual satisfaction is necessary for the success of anyorganization. For example, employee satisfaction has been linked withemployee motivation, performance, initiative, creativity, and retention.Thus, systems for assessing employee satisfaction provide a forum foremployees to express and compare concerns/appreciation as well as ameans for management to monitor employee satisfaction, address areas forimprovement, and compare employee satisfaction with industry-widestandards.

Systems and methods for monitoring individual satisfaction (for example,with a product, with an organization, etc.), including employeesatisfaction in the workplace, are well known and widely practiced. Acommon method of receiving feedback from employees, patrons, clients,and/or customers of an organization is through the use of paper responseforms. For example, comment cards are provided by an organization to itscustomers and/or employees to assess areas for improvement (i.e.,services, products, environment, etc.). Unfortunately, the inconvenienceto either the customer and/or the employee of filling out a responseform have reduced the effectiveness and/or accuracy of the commentsreceived. Further, employees are often reluctant to criticize featuresof the organization, lending to greater inaccuracies in response.

Other conventional surveys are disclosed in U.S. Pat. Nos. 5,615,134 and6,026,387, in which computers are utilized to provide questions andgather answers to such questions. Unfortunately, employees and/orcustomers are less likely to participate in such electronic (orautomated surveys) due to fears relating to confidentiality, difficultyof access, poor presentation of survey content, and/or inability to readahead or scan the survey in its entirety prior to participation.Moreover, these patents describe evaluation models dependent on thequestion survey methods that lack a means for ascertaining theindividual's sense of value for those questions provided.

In other instances, individual (or employee) satisfaction is evaluatedby an outside consultant, which may require the consultant to travel todifferent geographical locations to assess a large operation withcontinuity. The consultant may also require the employee to stopproductive work to allow time for the assessment review. It istime-consuming and often expensive for an independent consultant toconduct individual employee interviews, record the data, and assemblethe information into a useful form. Furthermore, should a business wishto conduct periodic evaluations, there is no guarantee that the sameconsultant will be available. Therefore, the organization cannot beassured that the next independent assessment performed will have thesame consistency. Nor is there any assurance that secondary evaluationswill produce meaningful results comparable to previous exercises.

Even with valid data successfully obtained by independent consultants, astill further challenge is faced in presenting the results in a mannerthat is readily understood and that could be compared to otherevaluations that have been performed. For example, the results of anevaluation survey conducted by one organization may not be comparable tothe results of an evaluation conducted by a second organization, whichmay have a drastically different culture and mission from that of thefirst organization. Thus, there is a need for evaluation methods inwhich the value of the questions in the evaluation can be assessed so asto appropriately weight the responses.

Further, such evaluation surveys generally do not offer feedbackregarding the results of the evaluation. Thus, participants in anevaluation feel disenfranchised from the process and will be morereluctant to expend the time and energy to provide constructive answersin an evaluation.

Accordingly, there is a need in the art for an evaluation system that iseasily administered, that can be scored using a valuation system that isapplicable to other evaluation methods that have been administered, andthat can be accurately scored. Specifically, evaluation systems areneeded that can generate satisfaction scores on a hierarchical levelbased on participant valuation.

SUMMARY OF THE INVENTION

The present invention provides satisfaction metrics useful for measuringparticipant satisfaction with an attribute and the participant's valueof importance for that attribute. Advantageously, the satisfactionmetrics of the present invention combine evaluation of an attribute'svalue with satisfaction with the attribute. In accordance with thepresent invention, a participant is presented with hierarchies ofattributes relating to an organization using a data-gathering interface.In a preferred embodiment, accompanying each attribute at the top of andwithin the hierarchy is a means for assessing value of each attribute.Along with presenting a raw value for an attribute, a participant alsoindicates a raw satisfaction score for the attribute. The weightedsatisfaction score for an attribute is calculated from the rawsatisfaction score and the participant's relative value of the attributein relation to other attributes. The data-gathering interface mayutilize, for example, an Internet web server, a touch-tone telephoneentry system, a paper and pencil system that compiles the answers byscanning them automatically, and other existing or to-be developedinterface means.

The present invention also encompasses metric management systems andmethods for implementing the satisfaction metrics. In one embodiment,the metric management systems are web-based, which allows capturing,storing, combining, and comparing the satisfaction metrics of individualparticipants.

Other aspects and advantages of the invention will become apparent fromthe following detailed description taken in conjunction with theaccompanying drawings, illustrating, by way of example, the principlesof the invention.

BRIEF DESCRIPTION OF THE DRAWINGS

In order that the manner in which the above-recited and other advantagesand objects of the invention are obtained, a more particular descriptionof the invention briefly described above will be rendered by referenceto specific embodiments thereof including those that are illustrated inthe appended drawings. Understanding that these drawings depict onlytypical embodiments of the invention and are not therefore to beconsidered to be limiting of its scope, the invention will be describedand explained with additional specificity and detail through the use ofthe accompanying drawings in which:

FIG. 1 illustrates a flow diagram of a specific embodiment of thepresent invention.

FIG. 2 illustrates ten different icons that a participant may select toindicate his or her degree of satisfaction with the queried attribute ina specific embodiment of a satisfaction metric.

FIG. 3A illustrates a graphical interface screen that prompts theparticipant to provide raw values for specific attributes that aregrouped together under the “Pay” hierarchy. This screen is appropriatefor a satisfaction metric utilized in an employee/employer setting.

FIG. 3B illustrates the graphical interface screen of FIG. 3A after theparticipant has provided assessments for the value for each specificattributes grouped under the “Pay” hierarchy. Please note that in thisillustration the values are shown as their raw values (i.e., they do notindicate the relative value of each specific attribute in relation toone another).

FIG. 3C illustrates the graphical interface screens of FIGS. 3A and 3Bafter the participant has indicated satisfaction with each specificattribute grouped under the “Pay” hierarchy. This figure furtherillustrates that an indication of no opinion for an attribute willautomatically disable the valuation of that attribute.

FIG. 4A illustrates a graphical interface screen that prompts theparticipant to provide his or her valuation of the children attributes.The degree of satisfaction is taken from the already assessedgrandchildren (or specific) attributes.

FIG. 4B illustrates the graphical interface screen of FIG. 4B after theparticipant has provided an indication of value for the three childrenattributes.

FIG. 5A illustrates the graphical interface screen that prompts theparticipant to indicate values for each of the parent (or general)attributes. The degree of satisfaction is taken from the alreadyassessed children attributes.

FIG. 5B illustrates the graphical interface screen of FIG. 5A after theparticipant has provided valuations for each of the general attributes.

FIG. 6 illustrates a graphical interface that allows the participant toeither review his or her assessment by providing an assessment number orreview the total published results of the satisfaction metric of theorganization.

FIG. 7 illustrates a customized reporting feature of a computer-basedembodiment of the present invention.

FIG. 8 illustrates a group report displaying weighted group results ofthe overall satisfaction of the entire group of participants who wereadministered a satisfaction metric that focused on employee satisfactionwith their job and company.

DETAILED DESCRIPTION OF THE INVENTION

The present invention relates to satisfaction metrics and methods forimplementing the satisfaction metrics. In a specific embodiment, themetric is an employee satisfaction metric. Advantageously, thesatisfaction metrics can be utilized to assess satisfaction with avariety of professional and personal areas, for example and withoutlimitation, satisfaction with schools, quality of government, customerservice, churches, quality of life, etc.

One aspect of the present invention is directed to psychometric systemsfor assessing satisfaction with an organization. The system comprises asurvey administered to participants that allows the participants toassess their individual satisfactions and dissatisfactions with a set ofattributes.

Within this metric, the attributes are grouped in hierarchies.Advantageously, the satisfaction metric can be linear, two-dimensional,or a combination of both, For example, in one embodiment for atwo-dimensional metric, a plurality of specific (or grandchildren)attributes are organized together and grouped under a single childattribute. Each child attribute is further organized and groupedtogether under a general (or parent) attributes. As the hierarchy growsupward, each level of attributes becomes successively more generic. Thisorganization and grouping of two-dimensional hierarchies can continueuntil the listing of attributes is exhausted. Likewise, for a linearsystem, each group of attributes has substantially the same specificityin describing the organization. Advantageously, a metric that combinesaspects of both linear and two-dimensional organization thoroughlydefines the group to be assessed.

Advantageously, the metrics of the present invention allow theparticipants to assign a raw value of the attribute's importancerelative to other attributes in its same hierarchy. This allows for amore standardized assessment for comparison against other surveys. Theskilled artisan would understand that any number of levels ofhierarchies can be created that define the attributes of anorganization.

For illustrative purposes, the embodiments and figures disclosed hereinare related to employee satisfaction metrics. However, the skilledartisan should understand that the present invention is not limited toemployee satisfaction metrics, but to metrics for any type oforganization.

These organizations include, without limitation, schools, religiousorganizations, non-profit agencies, governmental agencies, tradeassociations, and lobbying groups.

Referring to FIG. 1, the satisfaction metric of a specific embodiment ofthe present invention is generally shown as 10. In some embodiments, theattributes for evaluation are generated 12 by, for example, the metricadministrators or consultants. The satisfaction metrics further comprisegrouping the attributes into hierarchies 14. This encompasses groupinggrandchildren attributes underneath a single child attribute andgrouping each of the child attributes under a parent attribute. In someinstances, a child attribute has no grandchild attributes grouped underit; in other instances, a child attribute has two or more grandchildattributes grouped under it. Advantageously, the satisfaction metrics ofthe present invention provide the user with a means for assigning valueand degree of satisfaction to each attribute 16. The satisfaction metricof FIG. 1 further receives the assessed attributes from a participant18. The satisfaction metric includes a means for weighting the degree ofsatisfaction with the valuation 20. The metric also allows theparticipant to reenter the assessment for review and revision 22.Compilations of assessments are combined and published for review 24.

In a preferred embodiment for employee satisfaction metrics, the surveyof the present invention includes a hierarchy of career attributes for aplurality of parent career attributes, a plurality of child careerattributes, and a plurality of grandchild career attributes. Allattributes are maintained in a master generic attribute set. Theattributes are grouped, at a minimum, in hierarchies having one generalattribute (the parent) and a subset of children attributes. Thesatisfaction metric may further comprise an additional layer wherein aplurality of grandchild attributes is grouped under a child attribute.In a certain embodiment, each layer in the hierarchy contains at leasttwo attributes but no more than six attributes. Thus, specificembodiments may have two attributes, three attributes, four attributes,five attributes, or six attributes grouped under a parent or childattribute. Advantageously, limiting the number of attributes in ahierarchy makes it feasible to assign raw values of importance to theattributes.

An employee satisfaction hierarchy useful for the satisfaction metricsof the present invention is illustrated as follows. Six exemplarygeneral (or parent) attributes are presented (for example, meaningfulwork, compensation and benefits, career future, corporate management,and environment) that are pertinent in determining an employee'ssatisfaction with his or her career and workplace. Grouped underneaththe general attributes are child attributes only, as in the case ofmeaningful work, or a plurality of child attributes that are furtherorganized into specific (or grandchild) attributes. This listing ismerely illustrative and should not be interpreted to include everyattribute pertinent to an employee satisfaction metric.

Employee Satisfaction

Meaningful Work

-   -   My work is meaningful to society.    -   My work interests me.    -   My job challenges me.    -   The company's products are recognized by the industry.

Compensation and Benefits

Pay

-   -   My pay is fair for my performance.    -   My pay compares favorably with similar jobs locally.    -   My pay compares favorably with similar jobs nationally.    -   Overtime work is paid.    -   The performance review process is administered fairly and        affects my compensation.    -   The company employs appropriate bonus programs.

Benefits and Personal Services

-   -   Adequate medical insurance is provided.    -   Adequate dental insurance is provided.    -   Adequate vision insurance is provided.    -   The company offers an onsite Fitness Center    -   The company offers onsite Child Care.    -   The company offers Tuition Reimbursement or other Educational        Programs

Retirement Plans

-   -   The company offers an adequate 401(k) Retirement Plan.    -   The company offers an Employee Stock Ownership Plan or stock        options.    -   The company offers other retirement programs.

Career Future

Job Security

-   -   The Company's economic outlook is stable.    -   Turnover within the company has been fair and reasonable.    -   The company offers a diverse product line for its industry.    -   The company is growing.    -   The company is committed to increased profitability.    -   The company competes successfully for market share.

Opportunities for Advancement

-   -   My position allows for professional or personal growth.    -   The company offers employees advancement potential in other        positions.    -   The company's growth plan promotes future career advancement        opportunities.    -   Advancement opportunities are awarded to the most capable        candidates.

Personal Growth

-   -   The company provides employees with the training necessary to        fulfill job responsibilities.    -   Employees can attend industry-related courses and seminars.    -   Coworkers provide learning opportunities.    -   The company encourages employees to achieve personal goals        within the organization.    -   The work I do confers professional status within the company or        the industry.    -   The company and its managers encourage employees to learn new        skills even if those skills are not job related.

Personal Recognition

-   -   My Manager recognizes me for the work that I accomplish.    -   The company recognizes personal and professional achievement to        fellow employees.    -   The company solicits and uses employees' suggestions for making        improvements.

Corporate Management

Vision, Strategy, Planning, and Organization

-   -   The company presents a clear picture of its future.    -   The company presents a clear strategic plan for achieving its        long-term goals.    -   The company commits to thorough product planning.    -   The company is committed to standards of high quality.    -   The company's organizational structure is appropriate for its        operation.    -   The company's leaders manage people and resources responsibly.

Systems

-   -   The organizational structure encourages creativity.    -   Policies and procedures can be changed easily.    -   The company encourages suggestions for improvements to policies        and procedures.    -   Employees have access to the resources they need in order to do        their jobs well.    -   Resources and tools are easy to find and use.    -   The company's procedures are complete and professional.

Culture

-   -   The company encourages employees to express alternative views.    -   The company has effective communication between departments.    -   The company places a high value on customer service.    -   The company places a high value on the needs of its employees.    -   The company conducts meaningful and productive employee        satisfaction surveys.

Supervision

-   -   The company's leaders are empowered to make decisions related to        their areas of responsibility.    -   The company's leaders motivate employees effectively.    -   The company's leaders have good administrative skills.    -   The company's leaders are approachable by employees.    -   The company's leaders encourage individual initiative and        responsibility.

Ethics

-   -   The company operates openly and honestly to employees and        customers.    -   The company honors commitments to its employees.    -   The company honors commitments to its customers.    -   The company documents what it does and supports those policies        and procedures.

Environment

Morale

-   -   Co-workers are challenging, stimulating, and friendly.    -   The company does not promote favoritism.    -   The company does not promote “office politics.”    -   Employees engage in sufficient social interaction within the        workplace.    -   The level of stress among employees is reasonable.    -   Employees are committed to completing high-quality work.

Working Conditions

-   -   The company provides comfortable and effective workspace to its        employees.    -   My workspace compares favorably to similar positions in other        local companies.    -   My workspace compares favorably to similar positions nationally.    -   The company promotes a healthy working environment.    -   The workplace contributes positively to productive job        performance.    -   The workplace contributes positively to personal and        professional development.

Location

-   -   The location of the company has a favorable climate.    -   The community offers a standard of living favorable to my needs        and my budget.    -   The community is clean and safe.    -   The community offers adequate education resources for my needs.    -   The community offers adequate leisure and/or cultural activities        for my needs.    -   The community offers favorable career opportunities for my needs        or my family's needs.

Other useful general attributes for assessing a workplace may includethe Baldrige Assessment criteria—leadership, strategic planning,customer and market focus, information and analysis, human resourcedevelopment and management, process management, and business results.

Any organization can utilize a hierarchical-based metric and a genericset of career attributes. Advantageously, the results of a metricutilizing a generic set of career attributes allows for comparisonacross broad categories of organizations and companies. Also, a genericset of career attributes can be continuously refined to clearly andconcisely assess employee satisfaction.

The satisfaction metrics of the present invention provide means for theparticipant to assign raw values of importance for each attribute. Forexample, the most general (or parent) attributes are each valued inrelation to the other general attributes, the child attributes are eachvalued in relation to the other child attributes, and the most specific(or grandchild) attributes are each valued in relation to the otherspecific attributes within the hierarchy. The values are then convertedinto a relative value for each attribute.

The means by which a raw value can be assigned varies. In oneembodiment, a horizontal bar graph is positioned adjacent to theattribute in question. Preferably, the graph is a custom control on agraphical user interface or a website where satisfaction is indicated bypositioning a cursor over the correct area of the graph andleft-clicking. The area between the cursor and one end of the graph isshaded or filled with a contrasting color. The ends of the bar graphreflect extremes in an importance ranking. For example, the left endcorresponds to no importance, and the right end corresponds to utmostimportance or vice versa. A raw value is assigned by marking a positionon the graph that indicates the degree of importance within the graph orat the extremes of the graph. Following the participant's assignment ofraw values to the specific attributes within a hierarchy, thesatisfaction metric automatically weighs each value relative to theother values in the hierarchy. This weighing can take placeautomatically after the final raw value has been assigned. Optionally,the weighing takes place when the participant progresses to the nexthierarchy or when the participant exits the metric. After weighting, thetotal shaded area in each of the attributes in any single hierarchy mustbe equivalent to an entirely shaded graph. It is to be understood thatthe graph can be positioned vertically.

Optionally, the assigned raw values on the graph can be transposed intoan equivalent numeric value and used in subsequent calculations. In thisembodiment, the end of the graph that represents no importance isequivalent to zero. The opposite end that represents utmost importanceis equivalent to some arbitrary number, for example, 100. Afterweighting, the sum off all the weighted values within a hierarchy shouldbe equal to the arbitrary number, in this instance, 100.

In another embodiment, the raw value is assigned a number on a scale.For example, a blank is adjacent to the attribute in question to fill inthe raw value, and the scale is any number between zero and an arbitrarynumber like 100 with zero corresponding to no importance and 100corresponding to utmost importance. It is to be understood that anynumeric scale can be used within this embodiment. After weighting, thesum of the relative values of the attributes must equal the arbitrarynumber in this embodiment.

Preferably, the means by which a value is assigned is identical forassigning values to general attributes and specific attributes.

The survey of the present invention provides means for the participantto assess his or her individual satisfaction with a particular specificcareer attribute. In one embodiment, the means comprises a plurality oficons (FIG. 2). The participant selects the icon that most identifieswith his or her degree of satisfaction. The icons represent the degreeof satisfaction the participant has with a particular specificattribute. Referring to FIG. 2, icon 52 indicates “completelysatisfied”, icon 54 indicates “very satisfied”, icon 56 indicates“satisfied”, icon 58 indicates “slightly satisfied”, icon 60 indicates“neither satisfied nor dissatisfied”, icon 62 indicates “slightlydissatisfied”, icon 64 indicates “dissatisfied”, icon 66 indicates “verydissatisfied”, and icon 68 indicates “completely dissatisfied.” The widerange of options and degrees of satisfaction that correlate with eachicon beneficially yields a more accurate survey because the participanthas a range of choices that more clearly correspond with his or heropinions. Advantageously, if the career attribute is not applicable tothe participant, icon 50 indicates “no opinion.” Also, the use of iconsbenefits the global work environment where all employees may not speakthe same language or have a complete understanding of written language.

In another embodiment, the degree of satisfaction is indicated byselecting word choices. The word choices can include, withoutlimitation, “completely satisfied”, “very satisfied”, “satisfied”,“neither satisfied nor dissatisfied”, “slightly dissatisfied”,“dissatisfied”, “very dissatisfied”, “completely dissatisfied”, and “noopinion.”

In yet another embodiment, the degree of satisfaction is indicated witha numeric value. For example, a satisfaction is ranked on a scale ofzero to 100 with zero corresponding to completely dissatisfied and 100corresponding to completely satisfied. The participant is able to choosea number within or at the extremes of the range.

When the embodiments are directed to icon or word based descriptors, theemployee satisfaction system converts the satisfaction assessment into anumeric value. Each degree of satisfaction represents a numeric range,and the system uses the median value of the range for any furthercomputations. FIG. 2 illustrates two embodiments for icon and word baseddescriptors and their equivalent numeric ranges and median values.

The metrics of the present invention provide means for the participantto provide comments in his or her own words. It is to be understood thatthe means for commenting can be located anywhere on the survey so longas there are means to identify which comment area corresponds with whichattribute. In one embodiment, a comment box is located adjacent to themeans for assigning value. In yet another embodiment, the comment box islocated adjacent to the means for assigning satisfaction. In yet anotherembodiment, the comment box is located adjacent to the attribute name.In a computer environment, the comment box includes means to enlarge thearea for additional comments.

In a computer based embodiment, a link entitled “COMMENTS” allows theparticipant to access a pop-up comment box or comment screen when thelink is selected. In another computer based embodiment, a pictorial iconopens a comment box or comment screen. There is also means for enlargingthe comment area for additional statements.

One embodiment of the comments means requires bivalent comment fields.For example, the comment box prompts for a positive comment followed bynegative comment. Preferably, the employee satisfaction system offerssome means to check spelling and/or grammar in a computer-based survey.

The satisfaction metrics of the present invention further comprise meansto weigh the assessed satisfaction using the attribute's relative value.In a specific embodiment, the participant's assigned values are weightedto determine the absolute value of an individual attribute. Thevaluation calculation comprises multiplying the relative value of aspecific attribute and all of the relative values of the attributesabove it in the hierarchy to determine an absolute value. Thesatisfaction score is then multiplied by the absolute value to yield aweighted satisfaction.

In another embodiment, an attribute's satisfaction score is weighed byits relative value to yield a weighted satisfaction. In the specificembodiment where the value scale is a numeric range between 0 and 100with 0 indicating no value and 100 indicating utmost value, the weightedsatisfaction score is calculated by multiplying the numeric equivalentof the raw satisfaction icon, as illustrated in FIG. 2, with therelative value and dividing by 100. The weighted satisfaction score ofeach attribute within a hierarchy are then added together to provide asatisfaction of the attribute above it in the hierarchy. For example, achild attribute hierarchy contains two to six grandchild attributes. Theweighted satisfaction score for each grandchild attribute is combined toprovide a satisfaction score for the child attribute.

Referring to FIG. 3A, satisfaction metric screen 30A provides acomputer-based embodiment of a metric as viewed by the participantbefore he or she begins assessing the “Pay” hierarchy. 30A provides acomputer-based screen of a hierarchy of a child attribute (for example,pay) and its grandchild attributes 32. The screen also shows therelation between the child attribute “Pay” and its general attribute“Compensation and Benefits.” 30A gives the participant the option ofproviding comments for each individual grandchild attribute 32 byselected the appropriate pictorial icon 34. 34 provides access to acomment box or screen. By positioning a cursor over the words “ClickHere” as indicated by 36A, a table of pictorial icons as shown in FIG. 2is provided so that the participant may visually indicate his degree ofsatisfaction. 38A represents a numeric equivalent for the value graphsindicated as 40A. 42A represents a disabled link to the next unassessedhierarchy. 44 represents a link that allows the participant to exit thesatisfaction metric without finishing the metric.

Referring to FIG. 3B, 30B represents a partially completed assessment ofthe “Pay” hierarchy and the grandchild attributes 32. 40B shows thevalue graphs where the participant indicates the raw value of eachattribute. 38B shows the numeric equivalent of the position on therespective value graphs where the graphs are used to arbitrary representa numeric scale of zero to 100, wherein zero represents no raw value and100 represents utmost raw value. This embodiment shows 38B as converted,numeric raw values, so the sum of each of the raw values is more thanone (in this instance, 151). On this screen, degree of satisfaction 36Ahas not yet been assigned; accordingly, link 42A for accessing the nexthierarchy is still disabled. The participant does have the option toexit the metric completely by selecting link 44. Pictorial icon 34provides access to a comment box or screen.

Referring to FIG. 3C, 30C represents a completed assessment of thegrandchild attributes 32 of the “Pay” hierarchy. The raw degrees ofsatisfaction have been indicated on 36C. The screen 30C automaticallydisplays a numeric equivalent of the selected satisfaction icon based onthe median value shown in FIG. 2. When the degree of satisfaction isgiven as “No Opinion,” the corresponding value graph is disabled.Accordingly, the satisfaction score 46 for “Pay” is calculated as if ithad only four specific attributes rather than five. Although not shownon screen 30C, the satisfaction metric converts the raw value to arelative value by dividing each raw value by the sum of each the rawvalues in the hierarchy. The “Pay” satisfaction score 46 is thencalculated by first calculating an individual weighted satisfactionscore for each attribute by multiplying the relative value by thenumeric equivalent of the raw degree of satisfaction 36C and then addingthe individual weighted satisfaction scores to arrive at the “Pay”satisfaction score 46. 46 can also be represented by the equivalentpictorial icon by placing the numeric value for 46 in the correct rangethat the icon represents as shown in FIG. 2. Since this hierarchy iscompleted, the participant may access the next hierarchy by selectingthe link 42C. Alternatively, the participant may exit the satisfactionmetric completely by selecting the link 44. Pictorial icon 34 grantsaccess to a comment box or screen.

Although both degrees of satisfaction and raw value are decided by theparticipant for the bottom most layer of attributes, the participant isprompted to provide only values for each of the child attributes andeach of the parent attributes.

Referring to FIG. 4A, 70A represents an uncompleted screen for ahierarchy of a parent attribute (that is, Compensation and Benefits) andits child attributes 72. Comments for each child attribute can beprovided by selecting the appropriate icon indicated by 74. The degreesof satisfaction 76 for each child attribute 72 are shown numerically andpictorially. 76 is calculated from each hierarchy for the childattributes 72. The participant is prompted to provide values for eachchild attribute 72 on the value graphs 80A represented at “Click Here.”78A represent the numeric equivalents for value 80A. 42C represents adisabled link to the next hierarchy. 44 allow the participant to exitthe metric.

Referring to FIG. 4B, 70B shows a completed screen for a hierarchy of aparent attribute and its child attributes 72. The raw value for eachchild attribute is provided graphically 80B and numerically 78B, whereinthe graph represents a number scale from zero to 100 with zerorepresenting no value and 100 representing utmost value. The overallsatisfaction score 82 for “Compensations and Benefits” is calculatedinternally. The numeric raw value 78B is converted to a relative valueby dividing the raw value 78B for any one child attribute by the sum ofall of the raw values 78B. The satisfaction score is weighted bymultiplying the numeric value for satisfaction 76 by the relative value.The sum of all the satisfaction scores is shown numerically andpictorially as 82. 42C represents an active hyper text link to the nexthierarchy, and 44 represents a link to exit this embodiment of themetric.

Referring to FIG. 5A, a partially completed screen for assessing thetotal satisfaction (in this instance, Employee Satisfaction) from eachparent attribute 86 is provided generally by 84A. The degree ofsatisfaction icons and their numeric equivalents 90 are calculated inthe hierarchies for the parent attributes 86. Comments can be providedat 88. Although value is provided for one parent attribute, theremainder of the values can be provided at 94A. The numeric valueequivalents are shown at 92A. 42A represents a link to the next screen,and 44 represents a link to exit this embodiment of the metric.

Referring to FIG. 5B, a completed screen for assessing totalsatisfaction is provided generally at 84B. The raw values for eachparent attribute 86 are provided graphically at 94B with the numericequivalent at 92B, wherein the graph represents a number scale from zeroto 100 with zero representing no value and 100 representing utmostvalue. The overall satisfaction score 96 for “Employee Satisfaction” iscalculated internally. The numeric raw value 92B is converted to arelative value by dividing the raw value 92B for any one parentattribute by the sum of all of the raw values 92B. The satisfactionscore is weighted by multiplying the numeric value for satisfaction bythe relative value. The sum of all the satisfaction scores is shownnumerically and pictorially as 96. 42C represents a link to the nextscreen, and 44 represents a link to exit this embodiment of the metric.

If the participant wishes to access a previously started metric, he orshe may enter the metric at the computer based screen shown in FIG. 6.Again, 42C represents a link to the next screen, and 44 represents alink to exit the metric.

Advantageously, both individual assessments and group assessments (thatis, compilations of individual assessments) are weighted. Because theemployee satisfaction system utilizes a generic set of attributes,diverse groups can be analyzed. For example, one group includes alldepartment heads within an organization. Another group includes allmembers of a department. Yet another group includes all employees of anorganization.

The satisfaction metrics further comprise review and publishing modesfor the metric administrator. The metrics allow for a review stage wherethe comments are evaluated. At this stage, a comment can be redacted toremove any foul or obscene language. Particularly vicious comments canbe relayed privately to the subject of the comments.

The publishing mode is directed to generating and displaying results ofthe survey. In one embodiment, the metric includes pre-defined reports.In another embodiment, the metric allows for custom reports. Referringto FIG. 7, in a computer-based system, screen 100 allows the systemadministrator to custom define reports. For example, selecting item 102includes minor career attributes in the report. Minor career attributescan be defined elsewhere in the satisfaction metric. Selecting item 104publishes items with comments. Item 106 is a link that initiates thereport summary. Item 108 allows the administrator to cancel out of theESA reporting page.

Referring to FIG. 8, a published screen providing the overall employeesatisfaction across the organization is presented generally at 110. Thetotal satisfaction is shown numerically and pictorially at 120. Theparent attributes are depicted in 112 while comments can be accessed at114. Numeric and pictorial representations for satisfaction for eachparent attribute 112 are shown at 116 whereas the overall value of eachparent attribute is given numerically and graphically at 118. 44 is alink to exit the publication aspect of the matrix.

Preferably, the form of the reports is a word processing document orportable document format (PDF).

The satisfaction metrics of the present invention maintain a list ofeligible participants. It can also track the number of surveyscompleted.

The medium by which the system operates varies. The preferred medium isa data-gathering interface. Exemplary data-gathering interfaces include,without limitation, internet Web servers, client-server wide areanetworks (WAN), local area networks (LAN), and touch-tone telephonesystems. A Web-based server is accessed by an open Internet web serveror a closed organizational Intranet web server. However, it is to beunderstood that the surveys can be administered in a variety of othermediums, for example, without limitation, stand-alone diskettes orcompact discs that are individually distributed to the participant forloading onto a stand alone personal computer, a paper and pencil systemthat compiles the answers by scanning them automatically and otherexisting or to-be-developed administering means.

The preferred Web-based embodiment involves a plurality of filesresiding on a web server wherein the files, or pages, are accessible tothe participants via a web browser, for example, NETSCAPE, INTERNETEXPLORER, MOZILLA, MOSAIC, or OPERA.

The pages of the Web-based embodiment are written in HTML (Hyper TextMarkup Language) and prompt the participant with a plurality of surveyquestions. In one embodiment, the valuation calculations of the employeesatisfaction system are incorporated into the pages of the survey. Inanother embodiment, the raw survey is downloaded onto an administratoraccessible system, and any calculations are performed off-line.

In the preferred Web-based embodiment, an introductory page isaccessible for anyone with the correct URL (Universal Resource Locator)address. Preferably, the URL is an easy-to-remember registered domainname. The URL can also be a numerically-based Internet protocol (“IP”)address. Advantageously, the satisfaction metrics of the presentinvention can automatically transmit e-mails that contain a hypertextlink to the metric to the entire participant list. For example, thehypertext link may direct the participant to an introductory page. Theintroductory page merely provides information about who is administeringthe survey and includes a hypertext link to begin the survey. In oneembodiment, the link can be labeled “BEGIN SURVEY” and be shaded in acolor to indicate that it is a link to another URL address.

However, access to the actual survey is restricted to those participantswho are taking the survey. In one embodiment, upon clicking the link,the participant is prompted to provide a user id and password. In oneembodiment, the user id and password may be identical for allparticipants. For example, an e-mail may be directed to everyparticipant providing the user id and password along with an appropriatecommunication warning against giving out the password to non-employeesor employee non-participants. In another embodiment, each participantmay have a completely anonymous user id coupled with a password of theparticipant's choosing. In another embodiment, a metric identificationnumber is automatically assigned when the participant initiates themetric. The participant can then provide the metric identificationnumber to reenter the metric.

Once access is granted, the participant is first directed to aninstructions page. The instructions page features a guide to filling outthe survey. In addition, the instructions page should indicate thenumber of questions and the estimated time of completion. Theinstructions screen can optionally prompt the participant to indicatewhether the instructions were read by clicking on a “YES” or “NO.” Uponclicking on “YES” the survey begins.

The instruction page further displays the privacy policy of the survey.

This web-based embodiment further comprises a page per hierarchy. Thegeneral attribute is listed somewhere on the page to indicate thecategory. Preferably, the general attribute is listed at or near the topof the page. The specific attributes within its hierarchy are listedalong with a place to assess satisfaction and value along with a commentsection.

This embodiment further comprises a lock-out feature that prevents theparticipant from skipping general hierarchies or for incompletelyanswering. Until each specific attribute within a hierarchy iscompletely answered, the participant cannot access the next generalattribute hierarchy. In other embodiments, the participant can view oneor more hierarchies before performing the assessment.

After all of the specific attributes have been completely accessed theparticipant is sent to the next general attribute hierarchy. In oneembodiment, the tool can be programmed to automatically send the user tothe next hierarchy. In another embodiment, the user physically clicks a“NEXT” hypertext link to access the next attribute set. Advantageously,this allows the user to review his or her answers before proceeding.

The satisfaction metrics allow the participant to review his or heranswers. In one embodiment, after the participant has entirely completeda survey, he or she is prompted to review all the answers for accuracy.In another embodiment, the participant is allowed to skip backwards toall answered survey questions. A hypertext link that allows theparticipant to go “back” is useful in this embodiment.

The satisfaction metrics of the present invention further compriseautomated e-mailing abilities. A list of eligible participants ismaintained within the tool. Automated e-mails are sent to conveyinformation to the participants. For example, an e-mail is sent when thesurvey period begins. A reminder e-mail is sent periodically during thesurveying life-cycle. An additional e-mail communication is sent whenthe reports are published.

Another feature of the satisfaction metrics is the administrator'scapability to edit certain aspects of the tool. In one embodiment, theadministrator has rights to create, modify, and/or delete assessmentcategories.

The satisfaction metrics of the present invention further comprise thecapability to save and store raw and weighted employee assessment dataand published reports. Advantageously, a storage mechanism allows theadministrator to compare and contrast new employee assessments with pastassessments to determine trends and abnormalities in employeesatisfaction. The storage mechanism includes, without limitation, theserver where the satisfaction metrics is stored or computer processorusable media such as floppy diskettes, CD-ROMS, and zip drives.

Another aspect of the present invention is directed to methods toimplement the satisfaction metrics of the present invention.

A preferred embodiment of the implementation methods comprises assessingthe participant's satisfaction, reviewing the results, and publishingthe results.

The assessment step further comprises administering a survey to aplurality of participants, weighting the individual results, compiling agroup response, and weighing the group response, all in accordance withthe satisfaction metric.

In one embodiment, administering the survey comprises electronicallycommunicating the survey questions to the employee. Preferably, thequestions are lists of career attributes wherein the participantassesses his or her degree of satisfaction with an attribute and assignsa relative value of importance to that attribute. In other embodiments,the survey can be directed to open-ended, true/false and/or likertquestions.

Weighing the results is directed to a mathematical computation thatcorrelates the degree of satisfaction with an attribute with itsimportance. In one embodiment, the weighing step is directed toindividual assessments. In another embodiment, the weighing step isdirected to a compilation of assessments.

The method of the present invention also provides a means for theemployee to provide written comments for each attribute.

The reviewing step of the present method is directed to reviewing theindividual comments and redacting them to remove any obscene or foullanguage. An employee or a third party contractor who has been given theauthority to administer the assessment tool owns editing rights to thecomment means.

The publishing step comprises publishing a copy of a report thatsummarizes the assessments of the employees. Advantageously, the reportcan summarize many different predefined groups within the organization,for example, all department heads or all employees within a givendepartment. Also, the report is optionally structured to only displaycertain attributes, for example, attributes having comments.

Preferably, the report is published electronically and access is givento all employees. In one embodiment, the electronic report is in a wordprocessing document format. In another embodiment, the electronic reportis in a portable document format. In yet another embodiment, the reportsare published in a hard copy and are bound similar to a book.

The methods of the present invention further comprise automaticallysending communications to the participants at the beginning and end ofeach major stage of the employee assessment. Preferably, an electroniccommunication is sent to the e-mail address of the employee. Forexample, e-mails are sent at the beginning of the survey period and atthe end of the survey period. Preferably, an e-mail is sent at themiddle of the survey period as a reminder to employees to take thesurvey.

Another aspect of the present invention pertains to metric managementsystems. In one embodiment, the satisfaction metric management systemsinclude a server and one or more participant (or user) accessibledevices that are in communication with the server. The server furtherincludes a database capable of accessing and retrieving participantcompleted satisfaction metrics and a web interface. The server can beconfigured to upload and store satisfaction metrics in a database. Inyet another embodiment, the satisfaction metrics are uploaded and storedin a mass storage device that is configured to read and writesatisfaction metric data in a file store. The participant accessibledevice also includes a web interface for accessing the satisfactionmetrics of the present invention. In one embodiment, the participantaccessible device is a personal computer device like a desktop, alaptop, a portable palm device, and other similar devices.

In one embodiment, the server is in communication with the participantaccessible device via a network. The network can include a LAN, a WAN,or other network configurations as known in the art. In the embodimentwherein the network is a LAN, access is via intranet and is limited toparticipant accessible devices within the organization. Firewalls may beused to employ encryption and data protection technologies. Othernetwork communications include, without limitation, wireless technology,radio-based communications, telephone-based communications, orcombinations of any of the foregoing.

In yet another embodiment, the satisfaction metric management system, inthe form of program codes and algorithm operations, is loaded onto acentral processing unit accessible to each participant. The programcodes and algorithms can be embodied in the form of computer processoruseable media, such as floppy diskettes, CD-ROMs, zip drives,non-volatile memory, or any other computer-readable storage medium,wherein the computer program code is loaded into and executed by thecentral processing unit. Optionally, the program codes and/or algorithmoperations of the satisfaction metric system are programmed directlyonto the CPU using any appropriate programming language such as Cprogramming language.

After completing of the satisfaction metric, the participant can saveeach metric onto, for example, a computer readable storage media, whichis then submitted to the metric administrator for compilation with theremainder of the metrics.

Based on the foregoing specification, the invention may be implementedusing computer programming or engineering techniques including computersoftware, firmware, hardware or any combination or subset thereof. Anysuch resulting program, having computer-readable code means, may beembodied or provided within one or more computer-readable media, therebymaking a computer program product, or an article of manufacture,according to the invention. The computer readable media may be, forinstance, a fixed (hard) drive, diskette, optical disk, magnetic tape,programmable logic device, semiconductor memory such as read-only memory(ROM), etc., or any transmitting/receiving medium such as the Internetor other communication network or link. The article of manufacturecontaining the computer code may be made and/or used by executing thecode directly from one medium, by copying the code from one medium toanother medium, or by transmitting the code over a network.

One skilled in the art of computer science will easily be able tocombine the software created as described with appropriate generalpurpose or special purpose computer hardware, including programmablelogic devices, to create a computer system or computer sub-systemembodying the method of the invention. An apparatus for making, using orselling the invention may be one or more processing systems including,but not limited to, a central processing unit (CPU), memory, storagedevices, communication links and devices, servers, I/O devices, or anysub-components of one or more processing systems, including software,firmware, hardware or any combination or subset thereof, which embodythe invention. User input may be received from the keyboard, mouse, pen,voice, touch screen, or any other means by which a human can input datainto a computer, including through other programs such as applicationprograms.

As used herein, an “attribute” denotes some feature or description of anorganization that is undergoing assessment utilizing a satisfactionmetric in accordance with the present invention.

As used herein “icon” refers to a pictorial representation whose formsuggests its meaning.

As used herein “left clicking’ refers to tapping the left side button onthe user interface mouse.

As used herein “right clicking” refers to tapping the right side buttonon the user interface mouse.

The terms “comprising”, “consisting of”, and “consisting essentially of”are defined according to their standard meaning and may be substitutedfor one another throughout the instant application in order to attachthe specific meaning associated with each term.

As used in this specification and the appended claims, the singularforms “a”, “an”, and “the” include plural reference unless the contextclearly dictates otherwise. Thus, for example, a reference to “a method”includes more than one such method, a reference to “an attribute”includes more than one such attribute, and the like.

Following is an example that illustrates procedures for practicing theinvention. This example should not be construed as limiting.

Example 1

An organization is preparing to survey its employees using asatisfaction metric of the present invention. The organization isplanning to implement the survey system by following the steps listed inTable 1.

TABLE 1 Employee Satisfaction Assessment (ESA) Lifecycle StateDescription Create ESA Administrators will create the data base for ESA.Select: Employee Satisfaction 20XX Announce Employee SatisfactionAssessment email is sent to all ESA employees. A 14- day time periodthat spans three weeks is used to give everyone a chance to complete it,even when they have scheduled vacation. Assessment Day 1: Employees areable to enter and modify their assessments. Select: EmployeeSatisfaction 20XX Day 7: ESA Reminder email is sent to all employees.Day 10: Individuals who have not completed the ESA are reminded withinpersonal emails. Review Only the ESA Administrators can edit comments.Only profanity and personal attacks will be censored. If a commentfocused on a specific individual is too brutally frank, it willaddressed privately to that individual but not to the general public.Publish Everyone can review but not alter assessments and reports. ESAIs Published email is sent to all employees. Summary Management willprepare a summary report of the Report Employee Satisfaction Assessment.Identify Key concerns are identified and tagged. These concerns are Keyprecious as they capture opinions on all aspects of Concerns employeesatisfaction. The tagged concerns are output to a word file with a 25character Career Value label. Company The company perspective will becommunicated to many of Perspective the concerns. Concerns that aremisunderstandings or half-truths about company policy or procedures areeasily addressed.

The Employee Satisfaction Assessment e-mail is a communication sent toall participant employees that announces when the participants may fillout the survey and to whom questions should be directed.

An example of potential wording where “XX” refers to the last two digitsof the year is as follows:

Subject: Employee Satisfaction Assessment

-   -   The ESA is an online program to measure employee satisfaction        and solicit employee comments that can be used to improve        satisfaction.    -   The Employee Satisfaction Team consists of John Doe and Jane        Doe. We are administering and evaluating the Employee        Satisfaction Assessment. If you have any questions, please        contact either of the team members.    -   All full-time regular and part-time regular employees are        required to take the Employee Satisfaction Assessment. Employee        types are defined in the New Employee Checklist.    -   You may begin the Employee Satisfaction Assessment immediately.        Please read the instructions which are presented at the        beginning of the application. The ESA closes at 9:00 AM on        Thursday July 17 and will not be accessible after that time. The        ESA should take about an hour to complete. To begin:        -   Select: Employee Satisfaction 20XX

On day seven of the assessment life cycle, a reminder e-mail iscommunicated to the participants. Preferable wording of the e-mail is:

Subject: ESA Reminder

-   -   All full-time regular and part-time regular employees are        required to take the Employee Satisfaction Assessment. Employee        types are defined in the New Employee Checklist. As of 1:00 PM        Friday July 11^(th), 20 employees still had not started the ESA.        The ESA closes at 9:00 AM on Thursday July 17^(th) and will not        be accessible after that time, so please begin soon while you        still have time to complete it.    -   Please read the instructions which are presented at the        beginning of the application. To begin the ESA:        -   Select: Employee Satisfaction 20XX

When the results have been compiled and reviewed, a communication issent to all participants allowing them to access the reports. It can beworded:

Subject: ESA is Published

-   -   The Employee Satisfaction Assessment is now in the Publish mode.        To view the ESA results:        -   Select: Employee Satisfaction 20XX    -   If your Employee Satisfaction is less than 25%, you need to        consider whether you need to change your career.

All patents, patent applications, provisional applications, andpublications referred to or cited herein are incorporated by referencein their entirety, including all figures and tables, to the extent theyare not inconsistent with the explicit teachings of this specification.

It should be understood that the example and embodiments describedherein are for illustrative purposes only and that various modificationsor changes in light thereof will be suggested to persons skilled in theart and are to be included within the spirit and purview of thisapplication.

I claim:
 1. A graphical user interface for assigning a raw value to anattribute in a survey assessing satisfaction with an organization,comprising: a plurality of attributes displayed corresponding to a levelof a hierarchical grouping of attributes; and a bar graph positionedadjacent each attribute of the plurality of attributes, wherein the bargraph comprises markings at increments of the bar graph, each markingindicative of a raw value of importance, wherein the bar graph isconfigured to display, in response to a user's selection of a marking onthe bar graph, a shading or coloring from one end of the bar graph tothe marking of the user's selection on the bar graph in order toindicate a degree of importance the user has towards the attributeadjacent the bar graph.
 2. The graphical user interface of claim 1,further comprising: a display field displaying an equivalent numericvalue of the marking on the bar graph in response to the user'sselection of the marking on the bar graph.
 3. The graphical userinterface of claim 1, wherein the bar graph has a first end and a secondend, wherein the first end corresponds with zero importance and thesecond end corresponds with utmost importance and the area between thefirst end and the second end corresponds to a degree importance withinzero importance and utmost importance.
 4. The graphical user interfaceof claim 1, wherein the user's selection of the marking on the bar graphis indicated by an input at an area of the bar graph corresponding tothe marking.
 5. The graphical user interface of claim 1, wherein theinput at the area is received via a mouse.
 6. The graphical userinterface of claim 1, wherein the input at the area is received via atouch screen.
 7. A method of providing a survey for evaluating anorganization according to predefined attributes, the predefinedattributes being grouped according to a hierarchy in which a pluralityof general attributes is grouped for evaluating a metric, the methodcomprising: displaying bottom-most attributes of the hierarchy in afirst set grouped by parent attribute, each group being displayedtogether for a valuation of the set of attributes in relation to eachother; displaying a degree of satisfaction input field adjacent eachattribute of the first set of attributes; displaying a bar graphpositioned adjacent each attribute of the first set of attributes,wherein the bar graph comprises markings at increments of the bar graph,each marking indicative of a raw value of importance; and in response toreceiving a selection of one of the markings of the bar graph,displaying a shading or coloring from one end of the bar graph to theselected marking and assigning to the attribute an equivalent numericalvalue of the raw value of importance corresponding to the marking. 8.The method of claim 7, wherein the bar graph has a first end and asecond end, wherein the first end corresponds with zero importance andthe second end corresponds with utmost importance and the area betweenthe first end and the second end corresponds to a degree importancewithin zero importance and utmost importance.
 9. The method of claim 7,further comprising: after receiving a degree of satisfaction from thedegree of satisfaction input field and the selection of one of themarkings of the bar graph: calculating a relative value of the raw valueof importance by dividing each assigned raw value of importance by thesum of the raw values of importance; and calculating an individualweighted satisfaction score by multiplying a numeric equivalent of thedegree of satisfaction received via the degree of satisfaction inputfield with the relative value of the raw value of importance; andcalculating a satisfaction value for the parent attribute of the firstset grouped by parent attribute by adding the individual weightedsatisfaction scores of the attributes of the first set grouped by parentattribute.
 10. The method according to claim 9, wherein the degrees ofsatisfaction comprise a plurality of icons, wherein each iconpictorially or textually represents a degree of satisfaction selectedfrom the group consisting of “COMPLETELY SATISFIED”, “VERY SATISFIED”,“SATISFIED”, “NEITHER SATISFIED NOR DISSATISFIED”, “SLIGHTLYDISSATISFIED”, “DISSATISFIED”, “VERY DISSATISFIED”, “COMPLETELYDISSATISFIED”, and “NO OPINION;” wherein each icon is transposed intothe numeric equivalent value.
 11. The method of claim 9, furthercomprising: after receiving the degree of satisfaction from the degreeof satisfaction input field and the selection of one of the markings ofthe bar graph each satisfaction value for all corresponding parentattributes to the bottom-most attributes: displaying each parentattribute of the bottom-most attributes in a second set grouped by nextlevel parent attribute, the next level parent attribute being ahierarchical parent attribute of the parent attributes of thebottom-most attributes of the hierarchy; displaying the bar graphpositioned adjacent each attribute of the second set of attributes; andin response to receiving a selection of one of the markings of the bargraph, displaying the shading or coloring from one end of the bar graphto the selected marking and assigning to the attribute the equivalentnumerical value of the raw value of importance corresponding to themarking.